Kering Head of Unified Client Experience

About Kering

Kering is a global luxury group renowned for nurturing some of the world’s most influential Houses in fashion, leather goods, jewelry, and eyewear, including Gucci, Saint Laurent, Bottega Veneta, Balenciaga, and Boucheron. As an employer, Kering offers a distinctive environment where creative excellence, entrepreneurial spirit, and long-term sustainability converge. The Group empowers its talents to shape the future of luxury through innovation, craftsmanship, and responsible business practices. With an international culture grounded in diversity, inclusion, and shared ambition, Kering provides meaningful career opportunities for professionals seeking to contribute to exceptional brands while advancing a more sustainable and imaginative luxury industry.

Role & Responsibilities

• Own the business side of all client intelligence initiatives aimed at end customers.
• Design a seamless, consent-based client journey that respects each House’s brand identity, and lead activation waves in collaboration with relevant teams so Houses, boutiques and e-commerce platforms can deploy the experience effectively.
• Track client profile creation performance, gather implementation feedback and identify and remove friction throughout the journey.
• Design the client-profile journey, including UX, required and optional fields, consent and data-sharing mechanisms, with Legal, Tech, Client Platform and House teams.
• Define how new clients are registered in boutiques and on e-commerce platforms.
• Plan and lead activation and migration waves for existing clients across Houses, categories and regions.
• Provide Houses and boutiques with the required tools, including a retail toolkit, recommendations for Sales Advisors, a client value proposition, and collection of feedback from Sales Advisors and clients.
• Conduct A/B tests on client recruitment, activation and migration scenarios.
• Coordinate recruitment campaigns with CRM and e-commerce teams.
• Monitor onboarding performance indicators, including consent rates, opt-in rates and migration progress, and remove identified friction points.
• Align recruitment cadence and activation and migration waves with the programme roadmap, in collaboration with Houses and other Group divisions.
• Implement the consent-management framework within the client journey in partnership with Legal and Privacy teams.
• Support training, communications and programme promotion among Houses to maximize adoption in boutiques and digital channels.
• Adapt the client journey to channel, platform and local regulatory requirements in collaboration with regional teams.

Qualifications

• At least 8 years of experience in client experience, CRM, retail or e-commerce, including significant experience leading client-journey or onboarding programmes.
• Experience designing registration journeys, consent management and client identity capture across physical and digital channels.
• Demonstrated experience deploying processes and tools across boutique networks and sales teams.
• Excellent understanding of CRM ecosystems, clienteling and e-commerce platforms.
• Good knowledge of data protection, consent management and opt-in optimization strategies.
• Ability to lead large-scale migration or onboarding programmes in matrix organizations.
• Strong analytical skills, with experience defining and monitoring performance indicators for conversion funnels and client journeys.
• Excellent communication, change management and stakeholder management skills.
• Ability to influence House leadership, retail teams and cross-functional partners in an international environment.
• Strong client orientation and sensitivity to the requirements of luxury client experience.
• Experience across multiple international markets and in the luxury sector or with high-net-worth individuals (HNWIs) is an advantage.
• Fluent English is essential; additional languages are an advantage.

Skills

Experience

At least 8 years in client experience, CRM, retail or e-commerce, including significant experience leading client-journey or onboarding programmes.

Culture

Kering fosters a dynamic, purpose-driven culture where creativity, entrepreneurship, and collaboration support the distinct identities of its luxury Houses. As an employer, the Group places strong emphasis on sustainability, diversity, and talent development, encouraging people to innovate responsibly while contributing to the future of modern luxury.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.